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Responsibilities:
Supervise Instant Service operations, ensuring all calls, requests, and inquiries are handled promptly, accurately, and professionally.
Oversee reservations-related functions, including room and transportation.
Ensure accurate handling of guest requests, wake-up calls, and message services.
Promote and monitor upselling and cross-selling initiatives to maximize revenue.
Ensure consistent guest communication with updated knowledge of hotel programs, promotions, and events.
Lead, motivate, and develop the Instant Service team to maintain exceptional service standards.
Train staff on systems, service procedures, upselling techniques, and emergency response protocols.
Conduct regular briefings, performance evaluations, and coaching sessions.
Foster teamwork and effective communication across the front desk, Concierge and other departments.
Support management of room inventory and allocations, working closely with the Rooms Controller teams.
Monitor service quality, abandoned calls, upselling results, and guest satisfaction.
Ensure compliance with hotel policies, data security, and privacy standards.
Review and manage internal communication tools, phone systems, and equipment, coordinating maintenance and repairs as needed.
Qualifications:
Bachelor’s Degree in Hotel Management or related field preferred.
3–5 years of relevant hotel/reservations and grand service/instant service, with at least 1 year in a supervisory or assistant manager role.
Strong leadership, coaching, and team-building skills.
Excellent interpersonal and communication skills, both verbal and written, with fluency in English.
Proficient in Microsoft Office, PMS/CRS systems, and telecommunication tools.
Strong organizational, problem-solving, and multi-tasking skills with attention to detail.
Ability to work flexible schedules, including weekends and holidays.
Professional grooming and demeanor, aligned with the hotel standards.
